this post was submitted on 22 Aug 2023
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Asklemmy
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I think part of the problem is that so many people nowadays are conditioned to consuming information in bite-sized chunks (eg. tweets), they now just focus on key words and assume they have all the context they need.
It's akin to the problem I see with technical support help desks, be it the IT support team at work, or my ISP or mobile provider.
They read a few words and parrot the nearest response from their knowledge base/AI bot, and call it a job well done.
I'm literally dealing with this at work right now. Three times on my ticket I've been told to undertake a series of steps, which I not only stated I'd done when I first opened the ticket, but I also attached screenshots proving it.
Fucking frustrating.
That may also just be a resources issue. Too many tickets, not enough reps, and the expectation of low average handle time are not exactly conducive to encouraging those deeper dives.
Yeah, I assume when support people do not understand what I am telling them that they cannot afford to understand what I am telling them. Either they need to solve my problem in 30 seconds with a stock response, or else they need to get rid of me as fast as possible so they can deliver more stock responses to other people.